call centre training: sales and customer service training - PD Training

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Phone:1300 121 400 Email: [email protected]

CALL CENTRE TRAINING: SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTRES Generate a group quote today

 

COURSE LENGTH: 3.0 DAYS Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills.  Learn how to create raving fans every time you engage with your customers! The PD Training Sales & Customer Service Training for Call Centers Course provides skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say when, rapport building and much more. This course is designed to help call center professionals expertly handle customer calls and ensure that every caller receives the best possible service. This comprehensive and engaging 3-day workshop is running now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Parramatta, Canberra and Perth. Please click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

 

CALL CENTRE TRAINING: SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTRES COURSE OUTLINE

FOREWORD Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. The key is to train your staff to exceed customers expectations and create raving fans every time you engage with them.   This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical three-day workshop.  

 

OUTCOMES By the end of this course, participants will be able to: Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. Learn aspects of verbal communication such as tone, cadence, and pitch. Demonstrate an understanding of questioning and listening skills. Acquire comfort with delivering bad news and saying no. Learn effective ways to negotiate. Understand the importance of creating and delivering meaningful messages. Use tools to facilitate communication. Realise the value of personalising interactions and developing relationships. Practice vocal techniques that enhance speech and communication ability. Personalise techniques for managing stress.

 

MODULES  

Lesson 1: Introduction Icebreaker Housekeeping Items The Parking Lot Workshop Objectives

Lesson 2: What's Missing in Telephone Communications? It's Not What You Say; It's How You Say It In the Absence of Body Language

Lesson 3: Verbal Communications Techniques Being Yourself and Sounding Your Best A Service Image

Lesson 5: To Serve & Delight What You Say and What it Means Planning the Ideal Answer

Lesson 7: Asking the Right Questions Open Questions vs. Closed Questions Probing Techniques

Lesson 9: Sales by Phone Benefits of Telemarketing Rapport Building

Lesson 11: Staying Out of Voice Mail Jail Voice Mail Etiquette Debrief

Lesson 13: Cold & Warm Calls The Cold Call The Warm Call

Lesson 15: Perfecting the Script Making the Script Yours Using Cheat Sheets

Lesson 17: Handling Objections I Object! Debrief

Lesson 19: Feelings Feels Like a Winner! Presentations

Lesson 4: Who are Your Customers? Define the Customer & Client About Relationships

Lesson 6: Did You Hear Me? Listening Skills The Mission: To Listen

Lesson 8: Saying No When We Say "No" Delivering Bad News Debrief

Lesson 10: Taking Messages Pen in Hand Effective Messages

Lesson 12: Closing Down the Voice Hyoid Limbering Hum Sighing The Diaphragmatic Breath

Lesson 14: Developing a Script Scripting Techniques Sample Script

Lesson 16: Going Above & Beyond Fifteen Techniques for CCA Success Debrief Customise Your Service

Lesson 18: Closing the Sale The Closing Phrase Debrief

Lesson 20: Changes in the Customer The Changing Customer What the Customer Wants

Lesson 21: Negotiation Techniques Mastering Negotiation Skills Practicing Negotiation

Lesson 23: High Impact Moments Make it Count Creating Case Studies Presenting Real Life!

Lesson 25: Dealing with Difficult Customers Dealing with Problems Dealing with Vulgarity

Lesson 27: This is My Mentor Case Study Debrief

Lesson 29: News from Within Management Reports Pre-Assignment Review CCA Reports

Lesson 31: Close With Vocals

 

WEB LINKS

View this course online In-house Training Instant Quote

 

Lesson 22: It's More Than Just a Phase Phases of Negotiation Negotiation Made Easier Debrief

Lesson 24: Tips for Challenging Callers Tips and Tricks Caller Behaviours Debrief Up the Mountain

Lesson 26: Phone Tag & Getting the Call Back Phone Tag Following Up

Lesson 28: Stress Busting Stress Busting Card Game Managing Your Day

Lesson 30: Wrapping Up It's a Wrap - Just About! Questions & Answers Debrief

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call centre training: sales and customer service training - PD Training

Phone:1300 121 400 Email: [email protected] CALL CENTRE TRAINING: SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTRES Generate a group quo...

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